Senior Program Manager, AU CX, CS, AU Customer Experience Team
3 months ago
DESCRIPTION
Amazon Australia Customer Service Team is seeking a highly motivated, experienced Senior Program Manager for the Customer Experience (CX) team in Sydney, Australia. The successful candidate will be responsible for leading new business launches, working on defect elimination and CX improvements for a portfolio/category of the Australia business from a customer service perspective.
This will be a diverse and highly visible role requiring a strong aptitude for building partnerships through earn trust, and influencing a wide range of stakeholders at every level of the business. You will establish yourself as a subject matter expert in a fast moving, ambiguous environment, relentlessly advocating for our customers with business partners and manage life cycle of complex initiatives. Interfacing with Retail teams, Business Program teams, Customer Service Operations teams, you will contribute to making Customer Service a differentiator for Amazon Australia.
Our team operates out of our fabulous CBD office conveniently located near transportation.
Amazon offers employees a competitive remuneration package, including participation in the company stock plan as applicable. We also look after our people with benefits, such as subsidized private health insurance, superannuation and paid parental leave options, amongst others.
Key job responsibilities
- Advocate on behalf of the Customer and Customer Service during all business engagements to ensure a consistent high-bar of excellence.
- Drive people, process, and technology initiatives to optimize the Customer Support experience end-to-end.
- Manage all key aspects of the Customer Service and how it pertains to business start-ups and their lifecycle management.
- Deliver product/program quality improvements based on Customer feedback and core Customer Service performance measurements.
- Identify opportunities to develop and drive solutions to enable automated tools and applications for self-service.
- Collaborate with other worldwide CS, business teams, product managers and technical teams for the execution of strategic projects for Australia
- Define, prioritize and plan the Projects that will need to be implemented, gaining alignment with all appropriate levels within Amazon's Customer Service (CS) and partner teams.
- Schedule and secure the resources and manage cross functional teams to deliver to these projects.
- Monitor the Projects overall progress: anticipating risks, resolving issues and initiating corrective action as appropriate
- Identify and manage stakeholder groups, and provide regular operational metrics and business reports to those groups.
- Act as a knowledgeable resource in CS Operations, sharing best practices in project management.
A day in the life
Everyday is about hustling and working alongside other program and senior program managers. Participating in WBRs and defined team mechanisms. Being able to balance speed with execution and taking tough decisions. Focusing time on reflecting what could be done better, being vocal and participative in meetings and sharing point of views, and most importantly doing this with a smile and positive perspective.
BASIC QUALIFICATIONS
- 6+ years of program or project management experience
- 6+ years of managing stakeholders in cross-functional project experience
- 6+ years of owning program strategy, end to end delivery, and communicating results to senior leadership experience
- Bachelor's degree or equivalent, or 2+ years of Amazon (blue badge/FTE) experience
PREFERRED QUALIFICATIONS
- MBA
- Bachelor's degree in BI, finance, engineering, statistics, computer science, mathematics, finance or equivalent quantitative field
- Ability to effectively articulate written and verbal point of views with the ability to disagree and commit through collaboration and keeping the larger org vision in perspective
Acknowledgement of country:
In the spirit of reconciliation Amazon acknowledges the Traditional Custodians of country throughout Australia and their connections to land, sea and community. We pay our respect to their elders past and present and extend that respect to all Aboriginal and Torres Strait Islander peoples today.
IDE statement:
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer, and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, disability, age, or other legally protected attributes.
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